Cecelia Battle-Willis
New Jersey
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative (Remote)
ModivCare
09.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Patient Service Representative
CityMD
03.2023 - Current
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Resolved patient billing issues in line with established guidelines.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Balanced deposits and credit card payments each day.
- Took copayments and compiled daily financial records.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
Patient Care Coordinator
Professional Physical Therapy
07.2022 - 05.2023
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Delivered excellent patient experiences and direct care.
- Evaluated and optimized office workflows for peak efficiency, identifying areas of improvement and implementing necessary changes to better serve patients and staff alike.
- Conducted regular audits of documentation accuracy within the practice management software, addressing discrepancies promptly for better data integrity.
- Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
- Greeted and assisted patients with check-in procedures.
Senior Retail Consultant
T-Mobile
03.2020 - 07.2022
- Actively engaged with customers upon entry into the store, creating a welcoming atmosphere conducive to successful sales interactions.
- Maintained a clean, organized store environment to enhance customer experience and drive repeat business.
- Assisted in visual merchandising efforts, creating visually appealing displays that attracted customer attention and encouraged sales.
- Implemented loss prevention strategies, minimizing instances of theft or damage to store merchandise.
- Achieved monthly sales targets consistently by building rapport with customers and attentively addressing their needs.
- Managed inventory levels, ensuring optimal stock availability for high-demand products.
- Oversaw cash handling procedures, ensuring accurate transactions and proper documentation at the end of each shift.
- Boosted customer satisfaction by more than 45% by providing personalized product recommendations and tailored solutions.
- Conducted regular audits of store operations, identifying areas for improvement and implementing appropriate changes.
- Increased sales revenue by 35% by effectively upselling and cross-selling retail products to customers.
- Trained new employees on company policies, procedures, and sales techniques to expedite their onboarding process.
Assistant Manager of Operations/Retention Agent
Sprint
06.2018 - 03.2020
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Coordinated with General Manager in different operational issues and promotional activities.
- Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
- Implemented safety protocols to maintain a secure work environment for employees.
- Developed strong relationships with suppliers, resulting in improved product quality and delivery times.
- Boosted customer satisfaction by 60% by addressing inquiries promptly and resolving issues effectively.
- Maintained accurate records of all transactions within the department to facilitate transparent reporting systems.
- Evaluated employee performance regularly, offering constructive feedback while recognizing outstanding achievements as appropriate.
- Contributed to long-term strategic planning, helping shape organizational goals and objectives through thorough analysis of past performance data.
- Improved employee retention rates by developing and executing targeted retention strategies.
- Increased consumer retention by reactivating dormant consumers through retention campaigns.
- Performed policy renewal and record retention.
Education
Associate of Arts in Liberal Arts in Journalism -
Essex County College
Newark, NJ12.2012
High School Diploma -
Newark Vocational Technical High School
Newark, NJ06.2008
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Microsoft Excel
- Complaint resolution
- Scheduling
- Microsoft Office Suite
- Microsoft PowerPoint
- Project management abilities
Certification
Certified Dental Assistant
Timeline
Customer Service Representative (Remote)
ModivCare
09.2023 - Current
Patient Service Representative
CityMD
03.2023 - Current
Patient Care Coordinator
Professional Physical Therapy
07.2022 - 05.2023
Senior Retail Consultant
T-Mobile
03.2020 - 07.2022
Assistant Manager of Operations/Retention Agent
Sprint
06.2018 - 03.2020
Associate of Arts in Liberal Arts in Journalism -
Essex County College
High School Diploma -
Newark Vocational Technical High School